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AI agents

Agents.

Each AI agent has its own instructions, knowledge and chat widget. Create one per job, like general support or returns.

Open Agents in the sidebar to see every agent in your workspace. Most businesses start with one agent and add more when a job needs its own knowledge or tone, like a separate agent for wholesale customers.

Create an agent

Press Create agent. Setup has three short steps:

  1. Basics. Give the agent a name visitors will see in the chat, and describe its job in a sentence or two.
  2. Knowledge. Pick its first source: a page or section of your website, files like PDF or Word documents, or a Q&A answer you write yourself. You can also skip this and add knowledge later.
  3. Review. Check the summary and press Create agent.
Create an agent with a written Q&A answer as its first knowledge.

A new agent starts as a draft with a friendly tone, a default welcome message and human handoff turned on. Test and adjust it in the Playground, then publish it.

Note

How many agents you can have depends on your plan: 1 on Starter, 5 on Growth and 20 on Business. See Usage and limits.

Draft and published

Status What it means
Draft You can test it in the Playground. Its widget doesn't answer visitors.
Published Its widget answers visitors on your website.

Publish or unpublish from the agent's ⋯ menu, or from the Playground. Unpublishing doesn't delete anything; the agent keeps its knowledge and settings.

Find and manage agents

Each card shows the agent's status, how many knowledge sources it has and its conversations in the last 30 days. Use the search box and the All, Published and Drafts filters to find one. The buttons on the right switch between cards and a list.

Publish an agent from its menu, then search and filter.

The ⋯ menu on each agent has:

  • Configure and test: opens it in the Playground.
  • Manage knowledge: opens its sources in Knowledge.
  • Publish or Unpublish.
  • Install widget: the code for your website. See Install the widget.
  • Delete agent.
Deleting is permanent

Deleting an agent removes its knowledge, its conversations and its widget. Websites that use its widget stop showing the chat. To take an agent offline for a while, unpublish it instead.